Eligibility Screening Services Representative- Onsite

7 days ago

Naples, Florida, United States Physicians Regional Healthcare System Full time

Job Summary

The Schedule for this position is as follows: Monday- Friday 8am- 4:30 pm

The Customer Service Representative I serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

Essential Functions

  • Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
  • Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.
  • Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
  • Provides triage support for common issues related to platforms, applications, and back-office processes.
  • Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
  • Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
  • Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
  • Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
  • Performs other duties as assigned.
  • Maintains regular and reliable attendance.
  • Complies with all policies and standards.

Qualifications

  • H.S. Diploma or GED required
  • Associate Degree or some college coursework in a related field preferred
  • 1-2 years of customer service experience required, preferably in a call center or help desk environment required
  • Familiarity with CRM software and customer service tools preferred

Knowledge, Skills and Abilities

  • Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.
  • Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.
  • Excellent problem-solving and critical-thinking abilities.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Detail-oriented with a strong focus on accuracy and quality.
  • Demonstrated ability to work independently and as part of a team.
  • Strong interpersonal skills and the ability to build rapport with customers and colleagues.

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